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Service Delivery Support Manager Resume Profile

IT SERVICE SUPPORT MANAGEMENT

IT professional with accomplished track record of success focusing on all aspects of IT Service Management including ITIL processes and lifecycle stages in diverse industries. Key competencies include:

  • Application Production Support
  • Release and Change Management
  • IT Compliance / Internal / External Audit
  • Operational / Service Transition Processes
  • Incident / Problem / Asset Management
  • Kaizen / Six Sigma Deployment
  • Metrics Development / Reporting / Training
  • Portfolio / Project Management Analysis
  • ITSM Design / Atrium CMDB / ADDM
  • General Ledger Manager

Professional Experience

Confidential Service Delivery Support Manager

  • Governed and monitored supplier services, related to ITSM design, development, and application operational support of Remedy ITSM Suite, Atrium CMDB, ADDM, and integrations to related BMC technologies.
  • Infrastructure Service transition experience with various platforms/systems analysis, program process compliance auditing, incident/problem/change/application/release management, commissioning/decommissioning of hardware/software, first level production support, audit testing, metrics development/reporting and training.
  • Developed Application / Release / and Change Management Control processes globally.
  • Facilitated continuous service improvement efforts across company's global landscape that resulted in operational efficiencies.
  • Governed and supervised based on proven industry best practice methods, System Development Lifecycle and policies.
  • Ensured supplier compliance to company policies service delivery performance and transition targets as defined in SOW's and SLAs.
  • Managed end-to-end delivery of IT Tools and Services leveraging ITIL best practices framework.
  • Facilitated continuous service improvement efforts across company's global landscape that resulted in operational efficiencies.
  • Coordinated major releases, changes and minor upgrades across various tools and platforms.
  • Managed cross-functional process and project teams to deploy BMC tools ITSM, BPPM, ADDM, BBCA, BBSA, CMDB SIM, AO, and IAM .

Confidential

Consultant-Specialist/National-KPIT-Audit/SOX Coordinator

  • Performed liaison function between the audit service providers and information technology departments.
  • Conducted research/development work that increased/improved Data Center IT services.
  • Demonstrated in-depth knowledge of the organization's policy framework including application, infrastructure, and computer , management structures and reporting procedures for the I.T. Operations environments. Advised on and justified proposed configuration specification, strategic plan, and tactical plans, affecting service delivery.
  • Josie Beauchamp - 951 310-9942 Page Two
  • Provided expertise in the mapping of operational as-is/to-be processes to re-engineer to support reorganization changes.
  • Efficiently and proactively provided agreed service levels for audit and special projects.
  • Provided user services, support and guidance in an operational, departmental, or personal computing environment. Coordinated Service Transition activities and approved changes affecting IT systems, services, or facilities.
  • Strong IT Service Management Best Practice experience including ITIL Incident / Problem / Change / Release Management Service Support.
  • Produced work plans according to requirements.
  • Conducted high-level feasibility studies in support of centralizing common operational processes.
  • Experience and knowledge of Comprehensive Development, Operational Readiness, Systems Development Life Cycle, Infrastructure Technical Information Library, Service Oriented Architecture Concepts, COBIT, SOX 404 General Controls, Health Information Portability Accountability Act, and State Department of Insurance Regulatory guidelines.

Confidential

Systems Analyst/Consultant - Saint Bernardine Medical Center

  • Responsible for Y2K remediation tasks for various business and clinical applications.
  • Assessed documented requirements for packaged/non-packaged software
  • Collaborated with vendors on server configuration/setup of all installations
  • Supervised and completed data base conversions
  • Wrote Test Scripts, executed test on simulated production environment
  • Established/configured/setup links and tables for systems
  • Completed work plans on Microsoft Project for Test and Production implementations

PROFESSIONAL DEVELOPMENT

  • ITIL Foundation Certified
  • Business Analysis Certification coursework UCI
  • Data Warehousing, Oracle PLSQL Programming UCR
  • Graduate Novell Engineering Program, CNA 3X-4X Software Education of America
  • CISA Trained
  • Workshops/Training CHH, Graduate Executive Corporate Training Program in Retail Management :

Facilitations Skills, Information Technical Infrastructure Library ITIL , Success through Communication, Service Oriented Architecture SOA , Sarbanes-Oxley 404 ACT SOX , Process Improvements Excellence Kaizen, Lean Six Sigma , Comprehensive Delivery Framework Project and Process Workshops, Project Management SDLC , BMC ITSM Foundations, BMC Remedy and CMDB coursework.

TECHNICAL

Microsoft Project, Business Objects Report Writer, Microsoft Windows Suite, Tivoli Monitor, AIX System Administration, Introduction to UNIX, Microsoft Certified System Administrator MCSA , Vantive, NetView, TSO/SDSF, CA-7/Jobtrac, ABT, NIKU Time/NIKU Project, Risk Navigator Tool, Oracle PL/SQL, Lotus Notes, SharePoint Services Administration, and ITSM/Remedy 7.5.04 and 7.6.04

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